Strenght of my Organization

I feel that the main strength of my organization is customer service. The customers that our office serves are members of the public, various government entities and other Maricopa County Departments. Our job is to answer any questions that the public might have related to Maricopa County and more specifically the Board of Supervisors. My office answers phone calls and emails and accepts walk-in customers that need help or services from Maricopa County. Often our office is not the correct office that can assist them but before we can send them away, we must find the correct agency that can help them.

 

My Director has strict rules for excellent customer service. We are not allowed to forward phone calls without first introducing the customer to the correct department. If the correct agency is located within our 10 story building, we must accompany the customer to the correct agency that can help them. It may seem like a lot of work but I think it is an example of excellent customer service. Other places might respond with “sorry we can’t help you” and turn the customer away. Our office is required to research the customer’s request and find the correct answer to their question.

 

One thing that I would do differently if I were in charge would be to streamline some of the office procedures. Our Director has been in place for almost 25 years and some office procedures have not changed since she first started. Technology has changed so much over the last few years and our procedures are not updated to match these improvements. If the procedures could be updated, it would save our office time and resources when completing day-to-day office functions.